Temporary Escalations Case Manager at ANGI | Powderkeg

Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at “home.” For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.

Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home!

About the role

Angi is seeking a Temporary Escalations Manager for a long-term contract basis to white-glove customer escalations and ensure a positive customer experience. As a Temporary Escalations Manager you will be responsible for owning impactful relationships with customers through cases to identify the problem at-hand and creatively solve for the best solution, managing your time effectively to successfully support individual case journeys, executing regular refund processing, and troubleshooting across cross functional teams.

This position will be remote and require candidates to work up to a 40-hour work week and 1 Saturday per month. The hourly rate for this role ranges between $18 - $20 per hour.

What you’ll do

  • Be a resource & solution seeker for customer and partner-facing escalation needs & ensure a positive customer experience (via call, email, text, etc.)
  • Professionally follow up with support teams internally and externally ensuring escalation resolution
  • Build trust with Angi by actively providing positive turnaround for customer experience and mitigating negative final outcomes
  • Consistently resolve 30-35 cases weekly
  • Identify and suggest improvements to team processes to optimize workflows
  • Smaller administrative needs as assigned & ad hoc projects

Who you are

  • Excellent problem-solving and de-escalation skills
  • Strong escalation management and ability to manage numerous parties/situations
  • Strong written and verbal communication skills (comfort & skill with phone and email)
  • Comfortable working in systems / learning new tools (Dash, Salesforce)
  • Strong time management & organizational skills
  • Basic Excel/Google Sheet proficiency
  • Go Getter who thrives in autonomous environments

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

#LI-Remote

Job Summary
  • Job Title
    Temporary Escalations Case Manager
  • Company
    ANGI
  • Location
    Remote
  • Employment Type
    Full time
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